Info

Author: Abdullah^2

Generated on: 2020-09-29 14:57:18

Monitoring Period:

Time frame for which analysis is being conducted

Low_gain_start_time	Low_gain_end_time	Long_term_analysis_start_date	Long_term_analysis_end_date
2020-09-28 09:01:17	2020-09-28 21:00:22	2020-08-31	2020-09-28

Low_gain missing dates in data	Long_term missing dates in data
()	2020-09-05(Saturday), 2020-09-06(Sunday), 2020-09-12(Saturday), 2020-09-13(Sunday), 2020-09-19(Saturday), 2020-09-20(Sunday), 2020-09-26(Saturday), 2020-09-27(Sunday)

Skill0103300003

L1 L2 Percentages

Call Volume Distribution

Quantile wise

Decile wise

Bias Analysis based on Call Volume

AP

CP

L1

AP

CP

L2

AP

CP

AHT Distribution

Quantile wise

Decile wise

Bias Analysis based on AHT

AP

CP

L1

AP

CP

L2

AP

CP

CR Distribution

Quantile wise

Decile wise

Quantile-wise MA,VA Distribution

Actual

Used

nagents

Raw

Filtered

Used

Evalscore Distribution

Agent rank check

Equation of line: y=(0.2)x + 56.86

Troublesome Agents: Rank difference 3 stdev away from mean 41.545

agentid	Calls	Sales	CR	ranks_production	deployed_ranks	prod_dep_diff
034552	91	5	0.0549451	140	37	103
035089	49	0	0.0000000	5	106	101
035857	55	0	0.0000000	7	116	109
036699	59	0	0.0000000	9	131	122
038107	42	0	0.0000000	4	140	136
041999	55	2	0.0363636	112	7	105
042016	89	4	0.0449438	132	19	113
043383	74	4	0.0540541	138	31	107
043919	60	0	0.0000000	10	138	128
044126	65	4	0.0615385	144	17	127
044838	85	4	0.0470588	135	3	132
044849	113	5	0.0442478	131	14	117

AP Lookahead skill

Gain by Diffgroup

Last 30 days

Intermodel agent rank correlation last 30 days Skill 0103300003

		2020-09 (September)
		01 (08:24:05)	03 (15:14:13)	04 (07:47:24)	04 (11:44:13)	09 (13:25:52)	09 (15:12:27)	15 (08:52:56)	15 (09:26:40)	16 (11:58:41)	16 (12:17:51)	18 (15:37:46)	23 (16:54:18)	25 (15:42:07)
2020-09 (September)	01 (08:24:05)	1	0.93	0.92	0.92	0.94	0.94	0.8	0.8	0.84	0.84	0.82	0.83	0.81
	03 (15:14:13)	0.93	1	0.97	0.97	0.88	0.88	0.76	0.76	0.79	0.79	0.78	0.78	0.79
	04 (07:47:24)	0.92	0.97	1	1	0.91	0.91	0.75	0.75	0.79	0.79	0.78	0.77	0.79
	04 (11:44:13)	0.92	0.97	1	1	0.91	0.91	0.75	0.75	0.79	0.79	0.78	0.77	0.79
	09 (13:25:52)	0.94	0.88	0.91	0.91	1	1	0.76	0.76	0.81	0.81	0.8	0.79	0.81
	09 (15:12:27)	0.94	0.88	0.91	0.91	1	1	0.76	0.76	0.81	0.81	0.8	0.79	0.81
	15 (08:52:56)	0.8	0.76	0.75	0.75	0.76	0.76	1	1	0.92	0.92	0.88	0.87	0.86
	15 (09:26:40)	0.8	0.76	0.75	0.75	0.76	0.76	1	1	0.92	0.92	0.88	0.87	0.86
	16 (11:58:41)	0.84	0.79	0.79	0.79	0.81	0.81	0.92	0.92	1	1	0.94	0.94	0.91
	16 (12:17:51)	0.84	0.79	0.79	0.79	0.81	0.81	0.92	0.92	1	1	0.94	0.94	0.91
	18 (15:37:46)	0.82	0.78	0.78	0.78	0.8	0.8	0.88	0.88	0.94	0.94	1	1	0.93
	23 (16:54:18)	0.83	0.78	0.77	0.77	0.79	0.79	0.87	0.87	0.94	0.94	1	1	0.88
	25 (15:42:07)	0.81	0.79	0.79	0.79	0.81	0.81	0.86	0.86	0.91	0.91	0.93	0.88	1

Configurator Changes

Latest Change Configurator

ProgramID	ProgramID	GroupName	DateAdded	CreatedOn	UpdatedOn	RunTimePercType	RevEnabled	MinOptimalAgents	MaxOptimalAgents	StartOptimalAgents	EndOptimalAgents	OptimalCallsMeasure	CallGroupLongWindowInMinutes	CallGroupShortWindowInMinutes	CallGroupWeightingForLongWindow	CallGroupWeightingForShortWindow	MaximizePayouts	SolutionTimeoutInMillisecondsL2
TfonicaVikstar_AYTY	TfonicaVikstar_AYTY	TfonicaVikstar_AYTY	2020-09-25 12:47:14.000	2020-09-25 12:47:14.000	2020-09-25 12:47:14.000	default	both	30	30	30	30	longestwaiting	NA	NA	NA	NA	0	10
VikstarTFN	VikstarTFN	VikstarTFN	2020-09-17 10:24:24.000	2020-09-17 10:24:24.000	2020-09-17 10:24:24.000	none	l2only	1	1	1	1	percentile	60	10	1	1	1	30

Change_2 Configurator

	ProgramID	ProgramID	GroupName	DateAdded	CreatedOn	UpdatedOn	RevEnabled	OptimalCallsMeasure	CallGroupLongWindowInMinutes	CallGroupShortWindowInMinutes	CallGroupWeightingForLongWindow	CallGroupWeightingForShortWindow	MaximizePayouts	SolutionTimeoutInMillisecondsL2
2	VikstarTFN	VikstarTFN	VikstarTFN	2020-09-17 10:24:24.000	2020-09-17 10:24:24.000	2020-09-17 10:24:24.000	l2only	percentile	60	10	1	1	1	30
3	VikstarTFN5	VikstarTFN5	VikstarTFN5	2020-09-17 10:21:30.000	2020-09-17 10:21:30.000	2020-09-17 10:21:30.000	both	longestwaiting	NA	NA	NA	NA	0	10

AP across CP Quantiles

cp_actual_quantiles	Mean_AP_ON	Mean_AP_OFF	Mean_Choice_of_Agents_ON	Mean_Choice_of_Agents_OFF
1	0.2185210	0.4676143	8	8
2	0.3209703	0.4601222	8	8
3	0.4788043	0.4637071	8	8
4	0.6364851	0.4642293	8	8
5	0.7098548	0.4668566	8	9

Overall Call Volume Distribution

Across Skills

Across VDN

SME Variable Weekly Trends

nconnectsrollup_bin

Correlation for nconnectsrollup_bin

	week_35	week_36	week_37	week_38	week_39
week_35	1	0.979	0.973	0.948	0.904
week_36	0.979	1	0.98	0.967	0.924
week_37	0.973	0.98	1	0.96	0.932
week_38	0.948	0.967	0.96	1	0.925
week_39	0.904	0.924	0.932	0.925	1

data_usage_plan

Correlation for data_usage_plan

	week_35	week_36	week_37	week_38	week_39
week_35	1	1	1	1	1
week_36	1	1	1	1	1
week_37	1	1	1	1	1
week_38	1	1	1	1	1
week_39	1	1	1	1	1

nconnects_bin

Correlation for nconnects_bin

	week_35	week_36	week_37	week_38	week_39
week_35	1	0.812	0.532	0.705	0.716
week_36	0.812	1	0.574	0.751	0.868
week_37	0.532	0.574	1	0.805	0.676
week_38	0.705	0.751	0.805	1	0.728
week_39	0.716	0.868	0.676	0.728	1

C_TMP_BASE_3_CRM

Correlation for C_TMP_BASE_3_CRM

	week_35	week_36	week_37	week_38	week_39
week_35	1	1	1	1	1
week_36	1	1	1	1	1
week_37	1	1	1	1	1
week_38	1	1	1	1	1
week_39	1	1	1	1	1

C_QT_DURC_TRFD_3_CRM

Correlation for C_QT_DURC_TRFD_3_CRM

	week_35	week_36	week_37	week_38	week_39
week_35	1	0	0	0	0
week_36	0	1	0	0	0
week_37	0	0	1	0	0
week_38	0	0	0	1	0
week_39	0	0	0	0	1

qt

Correlation for qt

	week_35	week_36	week_37	week_38	week_39
week_35	1	1	1	1	1
week_36	1	1	1	1	1
week_37	1	1	1	1	1
week_38	1	1	1	1	1
week_39	1	1	1	1	1

diff_used_actual

Correlation for diff_used_actual

	week_35	week_36	week_37	week_38	week_39
week_35	1	1	1	1	1
week_36	1	1	1	1	1
week_37	1	1	1	1	1
week_38	1	1	1	1	1
week_39	1	1	1	1	1

U_Data_Delta_Offered_Used

Correlation for U_Data_Delta_Offered_Used

	week_35	week_36	week_37	week_38	week_39
week_35	1	0.794	0.358	0.164	0.745
week_36	0.794	1	0.697	0.2	0.564
week_37	0.358	0.697	1	0.152	0.539
week_38	0.164	0.2	0.152	1	0.37
week_39	0.745	0.564	0.539	0.37	1

age

Correlation for age

	week_35	week_36	week_37	week_38	week_39
week_35	1	1	1	1	1
week_36	1	1	1	1	1
week_37	1	1	1	1	1
week_38	1	1	1	1	1
week_39	1	1	1	1	1

C_SEXO_CRM

Correlation for C_SEXO_CRM

	week_35	week_36	week_37	week_38	week_39
week_35	1	1	-0.2	0.8	0.8
week_36	1	1	-0.2	0.8	0.8
week_37	-0.2	-0.2	1	-0.4	-0.4
week_38	0.8	0.8	-0.4	1	1
week_39	0.8	0.8	-0.4	1	1

The Unknown

Unknown Table

Date	Percentage of unknown Agents	Percentage of unknown Calls	Percentage of SLA blown calls
2020-08-31	14.461856	0	0.5207054
2020-09-01	1.328793	0	0.2403846
2020-09-02	1.495802	0	0.2116701
2020-09-03	1.103044	0	0.3630271
2020-09-04	3.212711	0	0.1539861
2020-09-07	0.000000	0	0.0000000
2020-09-08	3.394520	0	0.3306789
2020-09-09	2.602922	0	0.2058433
2020-09-10	1.624130	0	0.3158030
2020-09-11	1.362199	0	0.0851374
2020-09-14	1.601023	0	0.2374140
2020-09-15	7.941705	0	0.0897666
2020-09-16	6.922707	0	0.1926318
2020-09-17	12.797476	0	0.0748703
2020-09-18	12.186800	0	0.2825461
2020-09-21	14.115319	0	0.0677119
2020-09-22	14.367498	0	0.1800554
2020-09-23	5.681818	0	0.1401682
2020-09-24	4.929930	0	0.4754755
2020-09-25	4.303015	0	0.2215924
2020-09-28	2.832891	0	0.3853565

Gain

Hour wise (Last Day)

Shift wise (Last Day)

Gain Table

Morning shift Gain	Evening shift Gain	L1 Gain	L2 Gain
8.401034	-2.721504	5.113435	-58.62069

Gain table

Date	Actual Gain	Standard Deviation	Luck Adjusted Gain	Double Adjusted	Gain without unknown Agents	Gain without SLA blown Calls	Gain without unknown Calls	Gain without one to one Calls
2020-08-31	-0.369	9.279	5.875	4.773	-0.525	-0.609	-0.369	-3.558
2020-09-01	14.927	8.349	11.634	11.131	15.972	14.902	14.927	21.39
2020-09-02	1.756	6.578	0.669	0.646	0.192	1.433	1.756	-2.001
2020-09-03	3.772	6.657	3.407	1.281	5.15	3.776	3.772	4.981
2020-09-04	8.153	6.99	10.162	10.452	6.868	8.3	8.153	12.664
2020-09-07	0	0	0	0	0	0	0	0
2020-09-08	-10.775	6.148	-0.621	1.59	-11.375	-11.23	-10.775	-11.27
2020-09-09	2.165	7.301	11.421	14.547	2.444	2.15	2.165	1.252
2020-09-10	9.305	8.373	5.781	3.924	8.739	8.703	9.305	9.266
2020-09-11	0.806	6.791	0.904	1.661	1.293	0.976	0.806	2.13
2020-09-14	-1.675	6.668	-1.699	-1.123	-0.289	-1.498	-1.675	-1.783
2020-09-15	-6.093	6.342	-4.437	-4.12	-7.472	-5.866	-6.093	-5.506
2020-09-16	5.775	7.787	0.546	-2.352	4.948	5.763	5.775	7.84
2020-09-17	1.996	7.048	7.016	8.366	2.538	1.974	1.996	3.231
2020-09-18	3.893	7.152	7.376	9.478	6.761	3.592	3.893	7.914
2020-09-21	5.352	7.539	1.527	1.133	7.211	5.32	5.352	1.407
2020-09-22	8.162	8.16	6.272	5.845	13.786	7.821	8.162	9.855
2020-09-23	-4.094	7.676	0.784	-1.319	-2.691	-4.093	-4.094	-5.684
2020-09-24	7.012	9.058	6.609	7.353	5.99	7.208	7.012	1.162
2020-09-25	-8.712	7.604	2.624	4.017	-6.544	-8.47	-8.712	-1.761
2020-09-28	3.446	9.315	4.73	2.095	0.822	3.171	3.446	4.677

Gain graph

Agent Information

Agent Skill Login Pattern (Last day)

	0103300003	10002	10003	10032	10042
0103300003	154	0	0	0	0
10002	0	444	170	25	16
10003	0	170	175	9	7
10032	0	25	9	474	67
10042	0	16	7	67	272

Agent rank correlation Raw CR

	week_35	week_36	week_37	week_38	week_39
week_35	1	0.714	0.758	0.482	0.342
week_36	0.714	1	0.766	0.618	0.335
week_37	0.758	0.766	1	0.66	0.397
week_38	0.482	0.618	0.66	1	0.422
week_39	0.342	0.335	0.397	0.422	1

Agent Sharing Across skills

	0103300003
0103300003	146